Miscellaneous Options

The Authority Search, Dealer Info, Edit Request, Open/Close Status, & Panel Info tabs available within Caller Assistance and Data Entry provide additional information on the subscriber. The following documentation instructs users on how to manage the information available to them within these tabs.

Authority Search #

The Authority Search tab is only available within Caller Assistance. This tab displays all available authorities on the account.

Users can select which authority type to view by selecting the desired type from the available dropdown.

Once selected, all authorities assigned to that type will display within the table. If your phone system has been integrated with DICE, the Call option on the toolbar can be selected to contact the authority.

See the Authority Maintenance documentation For more information on how to manage available authority contact information.

Dealer Info #

The Dealer Info tab provides read-only information assigned to the subscriber’s dealer account. Dealer information is organized into the available sub-tabs. Each of these tabs is defined below.

Notes #

The Notes sub-tab displays all notes assigned to the dealer. These notes are read-only and cannot be managed from either Caller Assistance or Data Entry. Typically, information that is useful for operators and users to know is added to the dealer notes. See the Dealer Notes documentation for more information on how to manage dealer notes.

Contacts #

The Contacts sub-tab displays all contacts and their phone numbers assigned to the dealer. These contacts are read-only and cannot be managed from either Caller Assistance or Data Entry. Typically, contacts on dealer accounts are those people who should be called regarding changes or questions concerning the account. See the Dealer Contacts documentation for more information on managing dealer contacts.

Call Lists #

The Call Lists sub-tab displays all call lists assigned to the dealer. These call lists are read-only and cannot be managed from either Caller Assistance or Data Entry. Typically, call lists are lists of individuals or parties that should be contacted given assigned parameters. See the Dealer Call Lists documentation for more information on managing dealer call lists.

On Call #

The On Call sub-tab displays the contacts on the On Call Call List assigned to the dealer. This call list is read-only and cannot be managed from either Caller Assistance or Data Entry. Typically, the On Call call list is the list of individuals who should be contacted in the event of an after hours inquiry/emergency. See the Dealer Call Lists documentation for more information on managing dealer call lists.

Info #

The Info sub-tab displays basic dealer information such as location and assigned billing details. This information is read-only and cannot be managed from either Caller Assistance or Data Entry. The information displayed here is what is assigned to the dealer under the General and Handling tabs within Dealer Maintenance. See the Dealer Maintenance documentation for more information on managing dealers.

Edit Request #

The Edit Request (called Editing Request within Caller Assistance) tab allows users to submit a request on the customer’s behalf to make a change to their account information.

Perform the following steps to submit a request.

1. Input the information the customer would like to update into the Notes field.
2. Input the name of the individual asking for the changes into the Authorized by field.
3. Select Submit to complete the request.

Once submitted, users will be prompted to select any email addresses the request should be sent to.

Perform the following steps to send the request via email.

1. Input the address the email should send from into the From Address field.
2. If applicable, select the email template the email should use from the Print Options dropdown.
   • The available options are custom to your system.
3. Select all email addresses you would like to include on the email from the Email table. Selecting an email multiple times will update the email’s Action status. The available statuses are defined below.
   • To: Default action used to send the email directly to the selected email. Typically, the main individual you are sending the email to.
   • CC: Carbon Copy, used for any additional individuals who should receive the email for reference or general knowledge.
   • Bcc: Blind Carbon Copy, used for any additional individuals whose inclusion should be hidden from the other individuals included on the email.
   • If applicable, select Include All to select all displayed email addresses.
   • If applicable, select Clear All to deselect all currently selected email addresses.
4. If applicable, select the Add Email option to display the Additional Email Address dialog box.
   
5. Input the new email address that should be included into the Email Address field.
6. Input the full name of the individual receiving the email at the entered address into the Display Name field.
7. Select Update to complete adding the additional email.
8. Once all desired emails are selected, select Send to complete sending the request.

Once sent, the edit request will be handled by the proper department and the requested changes will be made accordingly.

Open/Close Status #

The Open/Close Status tab is only available within Caller Assistance. This tab displays the subscriber’s current schedule status. Open schedules typically define when the subscriber is either accepting business or their alarm panel is set to disarmed. Closed schedules typically define when the subscriber is either closed for business or their alarm panel is set to armed.

Users can interact with the Open/Close Status table via the available toolbar options. These options are defined below.

Panel Info #

The Panel Info tab displays information assigned to the subscriber’s installed alarm panel. The information displayed here is read-only and cannot be updated. The Panel Type table displays codes and their function in regard to the panel. See the Subscriber Tab documentation for more information on assigning panel types to subscribers.

Users can interact with the table via the available toolbar options. These options are defined below.